Product not received chargebacks on Shopify
What the bank is asking
The cardholder says they paid but never received the order. The bank wants to see that you shipped it to the address given at checkout and, ideally, that the carrier delivered it.
Evidence checklist
With Shopify Payments, Shopify already adds order details, addresses, fulfillment and tracking, refunds and the customer's earlier orders to your response. Focus on the evidence only you have.
- Carrier name, tracking number and delivery status. Orders > the order > Fulfillment. Shopify adds these and a tracking PDF automatically.
- Delivery confirmation: a delivery photo or signature. Your carrier's tracking page or account. Save it as a PNG or PDF if Shopify's tracking PDF does not include it.
- The shipping address the customer entered. Orders > the order > Customer > Shipping address.
- Messages with the customer about delivery. Your support inbox, order notes or chat tool.
- Your shipping policy. Settings > Policies > Shipping policy.
Common gaps and how to fix them
- Tracking shows shipped but never delivered. Add any carrier scan history or proof of delivery you can get, and say plainly what the tracking shows.
- Only part of the order shipped. Explain what happened to the rest: refunded, cancelled or still on its way.
- The order shipped without tracking. Add a postage receipt or any proof of shipping. Consider tracked shipping for orders of this value.
Response outline
Replace each [placeholder] with facts from your records, and say which document shows each one. Never add a fact you cannot show.
Order [order number] was placed on [date] for [items], total [amount].
It shipped on [date] with [carrier], tracking number [number].
The carrier records delivery on [date] to the shipping address entered at checkout.
[If any] The customer wrote to us on [date] about [topic].
RebutCase collects this evidence from your store for you, checks it for gaps, and writes a response that cites each item. Learn about RebutCase.
This is general guidance, not legal advice. Shopify and the card networks set the rules; banks decide every dispute. All guides